Natwest's Data Protection response...

moosticks

Hello all, confused, confused, confused...!

I finally had a response from NatWest with my personal data held by NatWest enclosed, however, there is nothing related to fees on the account? I used the template letter on the reclaiming page and having double checked it assumed the following would oblige them to include a list of current and past charges made on my account:

" [FONT=Arial, Arial, sans-serif]I am writing to request that you forward me a copy of all data held by your organisation about me for both current and closed accounts. This should include, but not be limited to all transaction lists, agreements, notes made on my account and copies of letters relating to my account.[/FONT] "

Have I got this wrong? Are they stalling? There is no guide as to what to do with this outcome, so I was wondering if someone here had this and if so, what steps were taken to resolve it.

Thanks!

Premier_2

What did they actually supply?

If they have not supplied the transaction lists requested, politely remind them that they appear to be missing from the requested data.

Once you have the transaction lists, you should be able go through them and create a list of charges applied to the account.

moosticks

They seem to have given me everything but..!

*Statement details (name, address, etc)
*Acct info (type of acct, interest details, etc)
*Customer acct relationships (how much I'm overdrawn and how much I am exceeding that (I presume this is not a transaction list?))
*Acct limit details (my overdraft limit..again)
*Personal details
*Address details
*Change of address forms
*Case history/notes

End. If I were to go into a branch would/could/should they give me the info there and then, as they were required to within 40 days and it has now exceeded that and I am still without the requested information?

Also, 40 days was up on March 8th. The print outs indicated they were printed on March 8th, but the cover letter is dated March 18th. I only received this letter yesterday (25th). Suspicious?

natweststaffmember

moosticks wrote: »

They seem to have given me everything but..!

*Statement details (name, address, etc)
*Acct info (type of acct, interest details, etc)
*Customer acct relationships (how much I'm overdrawn and how much I am exceeding that (I presume this is not a transaction list?))
*Acct limit details (my overdraft limit..again)
*Personal details
*Address details
*Change of address forms
*Case history/notes

End. If I were to go into a branch would/could/should they give me the info there and then, as they were required to within 40 days and it has now exceeded that and I am still without the requested information?

Also, 40 days was up on March 8th. The print outs indicated they were printed on March 8th, but the cover letter is dated March 18th. I only received this letter yesterday (25th). Suspicious?

DO you still bank with NatWest?
Do you have internet access to online banking?
If yes, then I can save you some time. Oh, and by the way if your account was open prior to October 2002, have you asked for the archived notes as well?

Premier_2

moosticks wrote: »

... If I were to go into a branch would/could/should they give me the info there and then, as they were required to within 40 days and it has now exceeded that and I am still without the requested information?...

I doubt you'll get the info from any branch.
You should write back to whoever sent you the information supplied and explain that the transaction lists requested were not supplied.

natweststaffmember

Moosticks, the answer Premier was not able to give with certainty is that the branch will NOT be able to give you the missing details.

moosticks

natweststaffmember wrote: »

DO you still bank with NatWest?
Do you have internet access to online banking?
If yes, then I can save you some time. Oh, and by the way if your account was open prior to October 2002, have you asked for the archived notes as well?

I no longer use the account, but it is still open. And now very much over the overdraft limit due to interest charges and now fees.

I don't have internet banking on the account. I assume I can't really just waltz into a branch and request it now all this is going down?


Thanks both of you, I shall respond requesting the transaction lists. I wasn't sure if I was just being dumb!

moosticks

Well....Displeased with having to wait for a letter to be received by NatWest and responded to, I called a customer response team, and proceeded to be bumped around various departments. Just as I was getting royally !!!!ed off, I spoke to what seemed like a very helpful man. He said as far as he can see the only transactions on the account are interest and bank fees, and this being the case (coupled with my account history of illness, unemployment and homelessness) the bank may decide to write off the charges (I suspect because I'm a strong candidate to win a financial hardship case possibly leading to them forking out more than I owe?). Of course, this may not happen, but as it goes I have filed a complaint about the fact they took the money without providing me with what I requested, as well as the ten day gap between the information being printed and the cover letter being written and sent, thus exceeding their alloted 40 day window to respond. I should have a response within a week, not including the bank holiday weekend. I am intrigued to see what happens next!

natweststaffmember

moosticks wrote: »

Well....Displeased with having to wait for a letter to be received by NatWest and responded to, I called a customer response team, and proceeded to be bumped around various departments. Just as I was getting royally !!!!ed off, I spoke to what seemed like a very helpful man. He said as far as he can see the only transactions on the account are interest and bank fees, and this being the case (coupled with my account history of illness, unemployment and homelessness) the bank may decide to write off the charges (I suspect because I'm a strong candidate to win a financial hardship case possibly leading to them forking out more than I owe?). Of course, this may not happen, but as it goes I have filed a complaint about the fact they took the money without providing me with what I requested, as well as the ten day gap between the information being printed and the cover letter being written and sent, thus exceeding their alloted 40 day window to respond. I should have a response within a week, not including the bank holiday weekend. I am intrigued to see what happens next!

Interesting that they are writing off the amount since the charges element would only be paid into the account where they are taken. BTW, be careful on the complaint, the £10.00 is only to do a search for the information but they should still have provided the information regardless of anything within that 40 day period.

fiisch

I got the same sort of rubbish. Reading through the template letter (maybe I should have done that more thoroughly before sending) it is a little unclear and does beat around the bush a tad! I rang Halifax and they weren't overly helpful, but said they'd get back to me on it.

Looking through the bits of printouts I've got, I don't know where to start in adding up the overdraft fees. It's very difficult to distinguish the charges I can actually claim for.

Edit: Forgot to mention, it seems like the Halifax are paranoid. Every time I speak to them regarding this, they feel the need to remind me about the outcome of the High Court Case. They seem a little taken aback when I mention hardship claims and the financial ombudsman... The best thing about working in a call centre is knowing how to shock call centre staff!